{"id":3847228,"url":"https://alion.io/job/infinite-computer-solutions-client-tech-support-engineering-associate","title":"Client Tech Support Engineering - Associate","company":{"id":1886342,"name":"Infinite Computer Solutions","domain":"infinite.com","url":"https://alion.io/company/infinite-com","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"BrassRing","truth_index":{"grade":"B","score":75,"open_postings":30,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United 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day-to-day engineering excellence across the Endpoint (EUC) tower, spanning:Windows Endpoint (SCCM / Intune)\nApple Endpoint (JAMF / macOS / iOS)\nVDI (Citrix / AWS WorkSpaces / AppStream)\nPrint Services (Enterprise Print Infrastructure)\nWorking closely with the Endpoint Solutions Manager, the Lead acts as the senior-most hands-on engineer in the tower - owning complex technical delivery, mentoring L1/L2/L3 engineers, driving automation, and acting as the first point of technical escalation (L2/L3) before issues are routed to the Manager for L3/L4 or client-level escalation.Key Responsibilities\n Technical Delivery & Hands-On EngineeringTake end-to-end technical ownership of day-to-day delivery across:Device management (Windows & Apple)\nVDI platforms (Citrix / AWS)\nPrint infrastructure\n\nEnsure services meet SLA / KPI targets and security & compliance standards\nExecute and validate complex changes, upgrades, and migrations\nSupport continuous service stability and improvement initiatives\n Technical Leadership (L2/L3 Escalation)Act as the senior hands-on technical resource and first-line escalation point (L2/L3) across all endpoint technologies\nProvide technical guidance on:SCCM / Intune configuration, packaging, and co-management\nJAMF and Apple ecosystem administration\nCitrix / AWS VDI configuration and troubleshooting\nPrint infrastructure standardization\n\nReview changes and deployments raised by L1/L2 engineers before Manager sign-off\nEscalate complex architecture or design decisions to the Manager with clear technical context\nClient & Stakeholder SupportSupport the Manager in service reviews, technical discussions, and client communications\nIndependently handle routine technical stakeholder queries and status updates\nTranslate technical issues into clear, structured updates for the Manager/client\nEscalation & Incident ManagementAct as technical lead during P1/P2 incidents, driving triage and resolution on technical bridge calls\nEnsure timely diagnosis, workaround, and permanent fix across endpoint technologies\nDrive RCA documentation and preventive action tracking\nEscalate to the Manager when incidents require client-level or cross-tower coordination\n Service Improvement & TransformationDrive and execute initiatives such as:Intune-first / modern endpoint transformation\nApple zero-touch deployment (ABM + JAMF)\nVDI optimization and cloud adoption (AWS)\nPrint standardization and reduction of legacy issues\n\nContribute to reducing ticket volume, repeat incidents, and manual effort\nAutomation & StandardizationBuild and maintain automation using PowerShell / scripting and endpoint management tools\nStandardize application packaging, patch management processes, and policy configurations\nPromote and model an engineering mindset over a support mindset within the team\nTeam Mentoring & Capability BuildingProvide day-to-day technical mentoring to L1 and L2 engineers\nConduct knowledge-transfer sessions and technical training\nSupport the Manager in technical reviews and performance evaluation inputs\nRaise the technical depth and ownership mindset of the wider team\nGovernance, Compliance & ReportingTrack and report on KPIs: patch compliance, endpoint health, VDI performance, ticket trends\nEnsure audit readiness and compliance adherence for owned areas\nProvide structured technical inputs and data to the Manager for stakeholder reporting\nRequired Skills & Qualifications\n Technical Expertise (Must-Have Breadth + Depth)Strong hands-on experience in:SCCM / Intune (co-management, patching, packaging)\nJAMF / Apple device management\nCitrix VDI (CVAD / DaaS) + exposure to AWS VDI\nActive Directory, GPO, endpoint security\n\nGood understanding of networking fundamentals\nWorking knowledge of identity & access (Azure AD / Entra ID)\n Architecture & Strategy (Working Knowledge)Ability to support design of endpoint management architecture and VDI solutions (on-prem + cloud)\nGood understanding of modern endpoint trends (Intune-first, zero-touch) and hybrid environments\n Automation & ToolsStrong scripting skills - PowerShell (mandatory)\nWorking exposure to APIs / automation frameworks (preferred)\nProcess & GovernanceGood ITIL knowledge: Incident, Problem, Change, Service Improvement\nWorking experience with CAB, RCA, and SLA governance\n Leadership & Soft Skills (Critical)Strong client-facing communication (comfortable handling US stakeholders)\nSound decision-making under pressure, especially during outages\nAbility to question and improve existing setups\nOwnership mindset - proactive rather than reactive\nStrong mentoring and knowledge-sharing orientation\nExperience & Education\n8 - 11 years of experience in Endpoint / EUC / Infrastructure\n2+ years in a senior engineer / lead capacity, with demonstrated technical ownership\nBachelor's degree in IT or related field\nCertifications (an advantage):Microsoft (MD-102 / AZ-104)\nJAMF certifications\nCitrix certifications\nAWS (Solutions Architect - Associate)\n\nKey Performance Indicators (KPIs)\nEndpoint SLA adherence within owned scope\nPatch compliance (>95-98%)\nReduction in repeat incidents\nVDI performance (login time, session stability)\nEndpoint compliance & security posture\nCSAT contribution\nAutomation adoption and process standardization\nWhat Good Looks Like in This Role\nConsistently reliable, hands-on technical execution across the Endpoint tower\nStrong reduction in ticket volume and escalations within owned areas\nActive contribution to modern endpoint (Intune-first), Apple automation (zero-touch), and cloud VDI adoption roadmaps\nL1/L2 team members show visible growth in technical depth and ownership\nManager can rely on the Lead to independently resolve L2/L3 issues without 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